User Care Expert

Job description

About

Their mission is to make everyone's life more rewarding. Joko is bringing FinTech into the world of rewards, with the ambition to deliver a best-in-class experience to millions and millions of consumers around the world.

They started their mission by launching a mobile app that rewards everyday spendings with a completely new approach in this industry: effortless, centralized and personalized.

They have been growing very fast (500k+ users) since they launched... and it's only the beginning!

Joko was started by Xavier Starkloff , Alexandre Hollocou and Nicolas Salat-Baroux in 2018 and since then, their team has reached a lot of milestones:

·  500k+ users
·  1000+ merchant partners
·  €3 billion transactions processed
·  €12M+ raised from tier 1 investors
·  25+ team members, and counting

What they are looking for

At Joko, they believe that excellence should be pursued everyday. They are looking for people who share their ambition and are willing to take on challenges and to seize opportunities.

They want people who are both talented and fun: determined to learn, setting the bar higher every day, but not taking themselves too seriously.

Good to know

Joko is located in awesome offices in the very heart of Paris (Châtelet).

·  Open remote policy: you can work from wherever you want
·  Team drinks every 2 weeks and yearly offsites
·  The latest in Apple's equipment
·  And a lot of fun!

Job Description

At Joko, we care. From engineering, to product, sales and marketing, every member takes the time to respond to our users’ requests. Why should we all care? By responding to user feedbacks on a regular basis, each team ensures that Joko is as close as possible to our users’ expectations and delivers the best user experience ever.

Caring is part of our culture. It defines the way we work together, the way we talk to our users and the way we want to grow. If you share our vision, this job is for you.

As part of the care team, you’ll be in the front line to represent Joko caring culture to our users and analyze their requests to support the other teams:

·  you interact in writing with the users on a daily basis
·  you report precisely bugs encountered by our users so that our technical team can resolve them quickly
·  you share each user's feature requests, or their feedbacks, to help the product team adjust the product roadmap
·  you improve the team efficiency by launching projects & process improvements
·  you actively contribute to writing the Customer Care roadmap
·  you respond to all user’s requests and comments on social media

Joko is growing. Our goal is to go international in the coming months. If you have the right mindset, commitment and ability to learn, we will give you the means to take responsibility for future hires within the care team.

Preferred Experience

You are at the right place if

·  you are eager to learn, and ready to commit to a fast growing startup
·  your empathy is (wait for it) legendary and you genuinely love to help others
·  writing in English and in French is effortless for you
·  your pedagogy has nothing left to prove: you have already taught others
·  your patience defeats ours without a doubt
·  you are self-efficient, and you don’t mind getting your hands dirty
·  you're a structured, rigorous person
·  you already have 1 to 2 years of professional experiences

A first experience in customer service isn’t mandatory if you have the right mindset. Show us what you’ve got!

You should definitely contact us if

·  you know Joko like the back of your hand
·  your ex-colleagues already regret your sense of humor and joyful state of mind

If you join us, we will

·  make sure that your learning curve is constantly growing so that it will meet both job expectations and your own long-term goals
·  help you to take control of major productivity and customer management tools
·  let you some time every month to work with other team members. It can either be by joining another team for punctual missions or joining squads composed by members from different team to work on transversal projects
·  allow you to work remotely whenever you need or wish to
·  make sure we have fun working together on the long run

Recruitment Process

·  15-min call with the Head of User Care to get to know expectations from both side
·  1h00 technical test autonomously
·  1h00 debrief of the first technical test, and case studies with the Head of User Care
·  1h interview to discuss your experience, with the Head of User Care and another team member
·  1h call with two founders
·  Reference calls

Additional Information

·  Contract Type: Full-Time
·  Location: Paris, France (75001)
·  Education Level: Bachelor's Degree
·  Experience: > 1 year
·  Possible partial remote